Customer Experience Specialist

2 months ago

Dayton, United States Winsupply Full time

About the Job

Winsupply Sourcing Services (WSS) operates ~2 million square feet of wholesaling warehouse space, while offering inventory and vendor management, to be the premier vendor partner for our customer base.

Our customer base consists of aspiring entrepreneurs who own and operate their own wholesale distribution businesses, now over 650 businesses nationwide. Therefore, this job provides the opportunity to have a direct impact in the success of entrepreneurial small businesses across the United States, and in particular, those that rely on WSS to improve their inventory turnover. WSS transacts with vendors and customers nearly three quarters of a million times in a given fiscal year. In this role, you will help ensure WSS exceeds our local company customers service expectations in every interaction, including the efficient and timely processing of orders.

Job Details

Reports To: Manager, Distribution Center Processing

Direct Reports: None

Pay Rate: Hourly

Leadership

Hiring Manager: Amy Phillips

Hiring Executive: Brandon Yanak, CPA

Key Job Responsibilities by Assigned Service Sector

Customer Service

  • Respond to customer inquiries; answer telephones, monitor and respond to emails
  • Research required information using available resources; handle customer complaints diligently
  • Route calls to appropriate resources / identify and escalate priority issues as necessary
  • Advocate for WSS in every interaction WSS buying benefits, monthly promotions, new products, etc.
  • Communicate with customers proactively to manage service expectations
  • Advise on delivery date expectations, extended lead times on back-orders, etc.
  • Work with RDC employees / Wholesalers Transportation to address delivery issues

Order Processing

  • Process order exceptions, special orders, and cancellations from local company customers
  • Reflect order changes on submitted orders, only at the direct request of the customer
  • Effectively manage and resolve all exception ques to ensure accurate order processing
  • Correctly reflect any add lines on the purchase order, including quotes, promotions, etc.
  • Verify all order entry and order acknowledgment information is accurate; communicate timely with appropriate customer contacts to rectify unverifiable order entry information as necessary

WSS Operational & System Expertise

  • Ensure information is passed along to fellow DCP specialists, product managers, distribution centers, and other necessary employees so that all matters can be addressed timely and efficiently
  • Maintain proper documentation on all matters in Cherwell; communicate identified process improvements
  • Hold oneself to WSS Standards of Service; ensure adherence to WSS policies at all times

All other duties as assigned, including special projects

Qualifications

  • Associates Degree in Business, Business Administration or related field. In lieu of degree, relevant experience considered. Experience in wholesale industry a plus. Proficient with office technology and software.

Competencies for Success

  • Customer-focused mindset; detail oriented; analytical / critical thinking; effective verbal / written communication.

Available Job Benefits

  • Competitive Pay
  • Annual Discretionary Bonus
  • Employee Stock Ownership
  • 100% Premium Paid Health Insurance
  • WinSavings

Winsupply Sourcing LLC is an equal opportunity employer.

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